Home » In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience by Natalia Preiss
In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience Natalia Preiss

In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience

Natalia Preiss

Published April 8th 2009
ISBN :
Paperback
48 pages
Enter the sum

 About the Book 

Customer loyalty drives business growth by referrals and continual purchases - but what drives customer loyalty, especially in todays market? Research has shown that customers who have been so delighted with the results of a product or service willMoreCustomer loyalty drives business growth by referrals and continual purchases - but what drives customer loyalty, especially in todays market? Research has shown that customers who have been so delighted with the results of a product or service will be most likely to tell others about their experience. Yet experience is subject to emotion and expectation. In this book, you will learn the strongest contributing factors for delighting customers based on a study of over 900 Net Promoter Surveys and the behaviors that led to the highest scores.